Quality Assurance Senior Associate

Job Summary

A company is looking for a Senior Associate, Support Operations (Quality Assurance).

Key Responsibilities

• Grade support tickets against quality rubrics to ensure compliance with internal standards
• Collaborate with BPO quality leads to maintain consistency in QA practices across teams
• Monitor and report on QA performance metrics, providing actionable insights to support managers and leadership

Required Qualifications

• 3-5 years of experience in quality assurance within a customer support environment
• Proven ability to lead and drive cross-functional projects
• Experience maintaining and refining established QA processes
• Strong commitment to delivering exceptional customer experiences
• Comfortable using QA tools, Excel/Google Sheets, and support ticketing systems